3 Messages
Unable to submit unlock phone request
Apparently, requests to unlock phones cannot be made through customer service representatives but, instead, must be made online. The problem is, the online portal has been down for hours. Anyone else have this problem? Per AT&T, the “technical issues” will be resolved in a “few minutes.” Not so. I have been trying for hours. (And, yes, I’ve paid off my phone and I’m not under a contract - this really is a problem on AT&T’s end, not mine.)
Any suggestions on how to get this problem in front of someone who can actually help?
dwill05
ACE - Master
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10.6K Messages
6 months ago
Are you trying to access the unlocking portal from outside of the U.S.? If so, you may have to use a U.S. based VPN, since many foreign ISPs are blocked.
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CathyC123XYZ
3 Messages
6 months ago
Thanks for the response. I’m in the US.
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CathyC123XYZ
3 Messages
6 months ago
Portal is working now, thanks
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ATTHelp
Community Support
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232.2K Messages
6 months ago
Hi @CathyC123XYZ, thank you for reaching out to us.
As per our understanding it seems that the portal is experiencing some technical issues, and not working properly. However, we're glad to know that now the portal working fine for you. If you face the same issue again, we suggest you to use a different browser or device to access it.
We hope you can unlock your phone soon and enjoy using it. Let us know if you have any other questions.
Thank you for visiting the AT&T Community Forums.
-Sia, AT&T Community Specialist.
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scaper8
1 Message
3 months ago
@ATTHelp The portal is down again. I keep refreshing only to find, that once it's up again, I've "been away to long" and have to start again. THEN the system screws up again part way through. I've repeated this process half a dozen times to no end.
Fix your system! This is beyond frustrating!
(edited)
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MrRAM10
2 Messages
10 days ago
Customer service either doesn't know or purposely obfuscates the fact that Technical Support can and will do a manual unlock of your devices. If you call and ask specifically for Technical Support, refusing to speak to customer service or the helpless robot, you can get your devices unlocked. All you need to say is, "I am attempting to unlock my device(s) online, but the AT&T website has technical difficulties. I need help from Technical Support to do a manual unlock." Then you'll still need to provide all your account and phone details including the IMEI.
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